Everything you need to know store reviews and why they are important for ecommerce brands

Reviews truly come in all shapes and sizes, and they all serve different purposes. Within just a few words and characters, your customers can tell a story to thousands of people. 

Each review is a small piece of a larger jigsaw puzzle that comes with building trust and driving conversions.

Most people when you mention reviews think about product reviews, but store reviews could be a hidden gem that you’ve not thought about. 

These are the reviews that don’t just speak to what you sell – they speak to how you sell it and how your company treats its customers.

A good sales channel, right? And yet, they’re often overlooked. 

While most brands focus on stacking up product reviews, it’s the store reviews that can actually tip the scale in your favor, especially when customers are comparing similar products across different sellers. 

How you make people feel is just as important as what you sell – and store reviews prove that you care.

What are store reviews?

Store reviews are a type of customer feedback that provides insights into how your business manages the entire customer experience – from initial interaction all the way through to post-purchase support. 

These reviews reflect the quality of your service, responsiveness, and overall customer satisfaction.

Think of it as an opportunity for your customers to comment on (and hopefully compliment) the extra touches you add to make their experience better.

They’re a useful tool for businesses to build credibility and stand out from the competition, as they offer a glimpse into various aspects of the shopping experience that might otherwise go unnoticed.

This includes:

• Customer support: Was the support team responsive and helpful? Is there a clear post-purchase support route?

• Delivery: How fast and reliable was the shipping process?

• Web design and general user experience: Was the website easy to navigate and is it accessible for neurodiverse people?

• Service quality: Was the customer treated with care? What is the return and refund policy?

Product reviews and store reviews combined can give your business a significant edge over competitors by providing a comprehensive picture of both your products and the overall customer experience. 

What is the difference between store reviews and product reviews?

Both store reviews and product reviews play important roles in building trust and helping conversion, but they serve different purposes.

Product reviews are what we’ve come to know best in our industry. Clear, detailed feedback on specific items that helps customers decide whether or not a particular product is right for them. 

Store reviews, on the other hand, take a broader approach by focusing on the entire shopping experience. 

These allow customers to share their impressions of key elements like customer service, delivery, and the overall website experience, showing how well a store keeps its promises.

Many brands today try to put customer care first. When combined with a positive community and high levels of engagement, any user can quickly understand what your store is all about and make a decision.

Add in your positive product reviews too, and your brand is now creating a tangible, lasting reputation that drives new customers to your store and keeps existing ones coming back.

How do store reviews influence purchasing decisions?

Store reviews act as social proof, providing potential customers with real evidence of positive experiences, much like a personal recommendation. 

In e-commerce, trust is non-negotiable. Shoppers need to feel confident that your business is reliable, delivers on its promises, and genuinely cares about their experience.

This is primarily because when purchasing products online, customers can only gauge what to expect from other people’s experiences, especially if it’s a small online shop without a real store.

These reviews help buyers gauge your store’s trustworthiness and reliability based on the feedback of others.

Positive store reviews, especially when compared to your competitors, can significantly influence consumer behavior. 

They establish confidence in your brand, making it more likely that potential customers will convert into paying customers.

Any form of online review plays a key role in customer decision-making. According to BrightLocal, 44% of consumers consider the quantity of reviews when evaluating a business, which highlights the importance of consistently gathering fresh feedback. 

Store reviews should be seen as powerful testimonials, as they showcase your ability to go above-and-beyond just a transactional relationship between a store and its customers.

Shoppers frequently look for recent reviews to ensure they're getting an accurate picture of your store's quality.

Without fresh feedback, potential buyers might perceive your business as outdated and then start to look elsewhere. Remember, it only takes 10 seconds to make an impression.

The number of reviews also matters, as a higher number of reviews makes your overall rating more credible and will offset any negative feedback.

Lastly, and perhaps most interestingly, store reviews can also have a direct impact on your store’s SEO performance. 

Search engines prioritize websites that demonstrate high user engagement, and a consistent stream of store reviews signals to search engines that your business is active, relevant, and trusted.

This ongoing engagement helps improve your search rankings, and, in theory, drives more organic traffic to your site.

And we all know how tough a game SEO is…

How do store reviews help with new customer acquisition?

When potential buyers see a pattern of positive feedback across key areas of your business, such as customer support and shipping efficiency, it fosters trust. 

In fact, PWC research found that great user experiences can lead up to a 16% price increase for products and services.

Store reviews can be that last little push needed to convert first-time visitors into loyal customers by showcasing your business's reliability; the more reviews you have, the more credible you appear.

Here are just a few key things to consider:

• Quantity matters: Having a large number of reviews increases trust. Studies show that consumers tend to disregard reviews that are more than three months old, emphasizing the importance of regularly collecting fresh feedback.

• Authenticity: Honest reviews resonate with potential customers more than overly polished marketing messages.

• Responding to negative reviews: Addressing negative feedback shows that your store is committed to improving and resolving issues, which can actually enhance your reputation.

How to get more store reviews

To secure more store reviews that tell the care you put into your customer journey, you’ll want to start by focusing on customers that have bought from you for a long time and reach out to them in a respectful, transparent and vulnerable manner. The ones who already know your brand, trust your service, and (most importantly) are happy customers.

You’ll more than likely have automated workflows setup for product reviews. That’s fine. 

But to secure more in-depth reviews that go into detail about your store, you need to be transparent and tell them why their review matters.

So always start by being honest and let your long-term customers know that their voice matters. 

You don’t need to spin it – just tell them the truth:

• “Your feedback helps us grow.”

• “It gives new customers confidence to shop with us.”

• “It keeps us accountable to the standards you helped us build.”

Most loyal customers want to help, especially if they understand the value of their review beyond just a rating.

Along with this, a personalized message – whether through email or maybe even a handwritten note in a package – can go a long way. 

Thank them for being a part of your journey, and ask if they’d be willing to share their experience in a store review.

Then, much like your review automations when a purchase is made, make sure you follow up with them toshow how you’ve used their review so they feel the effort was worth it.

All this will ultimately create a strong community feeling, and by spotlighting more authentic  customer stories and reviews, you’ll help them feel like they’re part of your story.

Store reviews: A chance to show that you care more than most

Store reviews are more than just a way to collect feedback, they’re a key component in building trust, improving customer acquisition, and fostering long-term loyalty. 

With the number of ecommerce stores and independent sellers expected to continue to rise, ensuring that your brand has a steady stream of positive store reviews can increase the chances of conversion.

When a potential buyer is browsing different sites and comes across a similar price to the one you might have an item listed as, your store reviews might make all the difference.

Check out our recent interview with Eric Bandholz (Founder, Beardbrand) to learn more about how to grow your business. With the help of Judge.me, he bootstrapped his way to seven figures, so don't miss this interview!